Open to opportunities

Jonathan Sholl

@jsholl03

Customer Success Operations leader with 10+ years improving SLA, resolution time, and service quality through coached frontline teams.

Singapore

Message

What I'm looking for

I’m looking for an operations role where I can lead high-volume service performance, strengthen incident/escalation discipline, and coach teams to improve SLA, resolution time, CSAT, and operational consistency across stakeholders.

I’m an operations leader with 10+ years of experience leading high-volume, time-sensitive service environments. I drive performance by managing escalations, incident workflows, and frontline team execution in live service settings.

I’m known for improving SLA performance, resolution time, and service quality. I achieved 99% SLA response performance and reduced average resolution time by 33% (72 to 48 hours) through faster escalation and cross-functional coordination.

I also bring a disciplined incident management foundation from CLEAR, including escalation protocols, stakeholder communication, and service continuity. From coaching teams to monitoring CSAT, service trends, and escalation patterns with tools like Salesforce, Hubspot, Tableau, and Power BI, I continuously strengthen operational consistency and account health.

Experience

Work history, roles, and key accomplishments

Customer Experience Partner

Allianz Trade

Mar 2024 - Dec 2024 (9 months)

Managed 50+ enterprise accounts, resolving onboarding issues and escalations while driving SLA execution at 99%. Improved average resolution time by 33% (72 to 48 hours) through faster escalation and cross-functional coordination.

Escalation Management Root Cause Analysis Customer Experience Salesforce HubSpot Service Operations Cross functional Coordination

Operations & Performance Manager

CLEAR

Mar 2021 - Mar 2024 (3 years)

Led 35+ frontline team members supporting millions of annual customer interactions in a high-volume, real-time environment. Improved CSAT (75–80) and performance by coaching teams and completing formal incident management training; increased knowledge retention by 12%.

Incident Management CSAT Performance Management Power BI Tableau Google Sheets

District Manager

Hertz Corporation

Mar 2016 - Feb 2021 (4 years 11 months)

Directed multi-site operations for service performance, escalations, staffing, and commercial outcomes across high-volume locations. Delivered 20% revenue growth with $2M+ annual revenue responsibility and improved results by increasing service by 10% and sales by 20%.

Multi Site Operations Escalation Management KPI Tracking Root Cause Analysis Incident Coordination

Education

Degrees, certifications, and relevant coursework

Louisiana State University

Master of Business Administration, Data Fundamentals & Analytics

Master of Business Administration focused on data fundamentals and analytics. Built knowledge relevant to business and data-driven decision-making.

Bloomsburg University

Bachelor's in Business Management, Business Management

Bachelor’s in Business Management with coursework/learning emphasis on escalation management, incident coordination, and team coaching. Developed fundamentals for managing service operations and performance.